Senior Customer Experience Agent – Global FinTech Support (Europe) – Remote, Multi‑Language, Independent Contractor
About brighthush
brighthush has been a trailblazer in the financial technology space since 1996, when we pioneered the first free, real‑time exchange‑rate portal on the internet. Over the past two decades, we have evolved into a world‑leading online trading platform, empowering millions of traders and investors across the globe. Our mission is simple: to democratize access to financial markets and deliver a seamless, secure, and innovative trading experience for everyone.
At brighthush, we believe that great products are only as good as the people who build and support them. That’s why we invest heavily in our talent, culture, and continuous learning. If you’re passionate about technology, customer service, and making a tangible impact on the global financial ecosystem, you’ll find a home here.
Why Join brighthush?
- Shape the Future of FinTech – Work on cutting‑edge products that are redefining how people trade and invest.
- Global Impact, Local Presence – Collaborate with colleagues in Toronto, Krakow, Tokyo, Singapore, and many other hubs while working remotely from anywhere in Europe.
- Culture of Integrity & Innovation – Our values drive everything we do: transparency, customer‑first mindset, and a relentless pursuit of excellence.
- Recognition & Awards – brighthush has earned numerous industry accolades for product excellence, customer service, and workplace culture.
- Career Growth & Learning – Access to internal training, mentorship, and the opportunity to move into product, engineering, or leadership roles.
Role Overview
As a Customer Experience Agent – Independent Contractor for brighthush, you will be the frontline advocate for our global client base. Your primary focus will be to ensure that every customer interaction is handled with professionalism, empathy, and efficiency. You will support account openings, funding requests, and day‑to‑day trading inquiries across multiple channels – live chat, phone, email, and our digital support portal.
This fully remote position offers flexibility, but also requires a strong sense of ownership, self‑discipline, and the ability to collaborate across time zones. You will report to the Client Experience Lead and work closely with the Compliance, Risk, and Product teams to maintain the highest standards of service and regulatory compliance.
Key Responsibilities
- Client Onboarding & Support – Guide new and existing clients through account opening, verification, and funding processes, ensuring a smooth and compliant experience.
- Multi‑Channel Communication – Resolve inquiries via live chat, phone, email, and in‑app messaging, adapting tone and style to each medium.
- Product Knowledge Mastery – Maintain an up‑to‑date, deep understanding of brighthush’s full suite of trading products, tools, and platform features.
- Issue Resolution & Escalation – Diagnose and troubleshoot technical or procedural issues, escalating to specialized teams when necessary while keeping clients informed.
- CRM & Ticket Management – Log all interactions in Salesforce (or equivalent), ensuring accurate, audit‑ready documentation and adherence to SLA targets.
- Compliance & Risk Adherence – Follow all operational workflows, regulatory guidelines, and internal policies to mitigate risk and protect client interests.
- Continuous Improvement – Participate in regular training, knowledge‑share sessions, and process‑improvement initiatives to elevate service quality.
- Team Collaboration – Work with cross‑functional teams (Product, Compliance, Risk, Engineering) to resolve complex client issues and provide feedback on product enhancements.
- Availability & Flexibility – Cover scheduled shifts, including weekends and public holidays on a rotational basis, to support our global client base.
Essential Qualifications
- Proven experience in a client‑facing role, preferably in financial services, fintech, or a high‑volume support environment.
- Active business registration (or willingness to establish one) to operate as an independent contractor in your country of residence.
- Fluent English communication skills (written and spoken).
- Native or fluent proficiency in at least one of the following languages: German, French, Spanish, or Polish.
- Strong interpersonal skills with a customer‑centric mindset and a “can‑do” attitude.
- Self‑motivated, detail‑oriented, and able to manage multiple priorities in a fast‑paced environment.
- Passion for continuous learning and staying updated on product and industry changes.
Preferred Qualifications & Skills
- Experience with modern customer support platforms such as Salesforce, Zendesk, or similar CRM systems.
- Background in trading, financial markets, or handling trading‑related client inquiries.
- Knowledge of regulatory frameworks (e.g., MiFID II, GDPR) and compliance best practices.
- Experience with remote collaboration tools (Slack, Teams, Zoom) and asynchronous communication.
- Ability to work flexible hours, including evenings, weekends, and holidays on a rotational schedule.
Core Competencies
- Customer Advocacy – Champion the client’s voice and ensure their needs are met with empathy and professionalism.
- Problem Solving – Quickly diagnose issues, think critically, and provide effective solutions.
- Communication – Articulate complex information clearly and concisely across multiple channels.
- Adaptability – Thrive in a dynamic environment with evolving products and processes.
- Collaboration – Work seamlessly with cross‑functional teams to deliver a unified customer experience.
- Compliance Awareness – Understand and apply regulatory requirements to protect both the client and brighthush.
Career Growth & Learning Opportunities
At brighthush, we view every role as a stepping stone to greater responsibility. As a Customer Experience Agent, you will have the chance to:
- Advance into senior support or team lead positions within the Client Experience organization.
- Transition into product management, compliance, or risk roles by leveraging your deep product knowledge and client insights.
- Participate in our internal “Innovation Lab” program, where you can propose and prototype new features or support tools.
- Access to continuous learning resources, including online courses, certifications, and mentorship from senior leaders.
- Attend global conferences and workshops to stay ahead of industry trends and network with peers.
Work Environment & Culture at brighthush
brighthush is built on a foundation of trust, transparency, and collaboration. Even though you’ll be working remotely, you’ll feel part of a vibrant, global community. We celebrate diversity, encourage open dialogue, and foster a culture where every voice matters. Our remote teams enjoy:
- Regular virtual town halls and team‑building events.
- Flexible work hours to accommodate different time zones and personal commitments.
- Access to a digital wellness program, including mindfulness sessions and ergonomic resources.
- Annual “Innovation Day” where teams pitch ideas that could shape the future of our platform.
- Recognition programs that celebrate outstanding customer service and teamwork.
Compensation, Perks, and Benefits
As an independent contractor, you will receive a competitive hourly rate that reflects your experience and the value you bring to brighthush. In addition to your base compensation, we offer:
- Performance‑based bonuses tied to customer satisfaction metrics and operational KPIs.
- Access to a comprehensive digital benefits package, including health, dental, and vision coverage (where applicable).
- Professional development stipend for courses, certifications, or conferences.
- Flexible work schedule and the freedom to work from any location within Europe.
- Regular feedback loops and career coaching to help you grow within the organization.
How to Apply
If you’re ready to bring your passion for customer service, fintech, and continuous improvement to a global, award‑winning team, we’d love to hear from you. Please submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. Even if you don’t meet every qualification, we encourage you to apply – we’re excited to learn what unique perspective you can bring to our team.